Set up a knowledge base so customers can serve themselves
Project admins can set up a knowledge base so your team can write and share helpful articles, such as how-tos, FAQs, and support questions, and let customers self-serve instead of raising a request.
The service desk knowledge base benefits your team and your customers by:
Letting customers help themselves by searching for articles in the help center
Gathering customer feedback to lead to more relevant and helpful article updates
Helping agents solve requests faster by sharing articles with customers or referencing articles while they work
Encouraging agents to create new articles if a request contains useful information
Standardizing answers to customer questions instead of offering multiple responses from different sources.
What is a knowledge base?
A knowledge base stores helpful articles that your team and customers can reference.
Link a Confluence space to your service desk
Link a Confluence space to a service desk project if Confluence and Jira Service Desk have the same Atlassian Cloud domain name.
Overview of knowledge base access
A knowledge base uses a combination of global, space, and page permissions to determine who can view and create articles.
Unlink or change a linked Confluence space
Unlink a space and hide knowledge base articles from your service desk.
How do you automatically present articles to customers in a request?
How do I automatically present a knowledge base article category.
How are my knowledge base articles performing?
Your team can use knowledge base article reports to see how often an article is shared, viewed, and voted as helpful.
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